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How do you address your customers? #65191
04/28/06 10:03 AM
04/28/06 10:03 AM
J
Jps1006  Offline OP
Member
Joined: Jan 2004
Posts: 615
Northern IL
I don't know if this topic has been covered but,

How do you (or your company policy) address your customers. First name. Mr./Mrs. Dr. ?

I find myself addressing Dr. (lastname) for Dr.'s I assume they prefer it. But then most customers by first name. I have also noticed my partner (almost afraid to use that term because of what it might suggest)/employee/previous owner of aquired company. I don't know if he realizes it, but he generally addresses wealthy people as Mr. or Mrs. and everyone else as by first name.

When I first started for my first boss at age 16, he insisted I address customers by their first name because he thought that brought us to same level, whatever that means. I personally think it was an ego issue of his own, but;

What do you guys do?

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Re: How do you address your customers? #65192
04/28/06 12:30 PM
04/28/06 12:30 PM
W
Wireless  Offline
Member
Joined: Jun 2005
Posts: 73
Los Angeles CA USA
I think it should be Mr./Mrs. etc. it keeps it professional and business like.
I once called the tenant of a client and asked for Mr. **** he started telling me he is not interested. He told me afterwards the only people who call him Mr. are salespeople

Re: How do you address your customers? #65193
04/28/06 06:05 PM
04/28/06 06:05 PM
B
BigJohn  Offline
Member
Joined: Mar 2004
Posts: 391
Boston, MA
My default setting is to "sir", "ma'am", and "miss" (some women really don't like being called "ma'am") everybody I'm not familiar with.

But depending on what rapport I have with a customer, I definitely might switch to calling a guy "brother" or "man" or something causal like that. Generally only do that if the customer is another blue-collar type.

Respect is reciprocal, though.

-John

Re: How do you address your customers? #65194
04/28/06 07:11 PM
04/28/06 07:11 PM
L
LK  Offline
Member
Joined: Jan 2003
Posts: 1,429
New Jersey
"I think it should be Mr./Mrs. etc. it keeps it professional and business like "

For business, the above may be best.

Re: How do you address your customers? #65195
04/28/06 07:18 PM
04/28/06 07:18 PM
electure  Offline

Member
Joined: Dec 2000
Posts: 4,274
Fullerton, CA USA
I generally introduce myself - "Hi, I'm Scott"
If the customer introduces themself by their first name, that's what I will call them. If they introduce themself as "Mr/Ms/Dr, etc., that's what I'll call them.


Like BigJohn, my default goes to Sir or Ma'am, especially if they just grumble, and yes it seems most people do seem to prefer being called by their name.

I try to let them set the tone of formality.

Re: How do you address your customers? #65196
04/28/06 09:21 PM
04/28/06 09:21 PM
E
e57  Offline
Member
Joined: May 2003
Posts: 2,876
S.F.,CA USA
Sir/maam... Names get coplicated, and I often have to reinforce to people that I meet an average of 200 cusomers a year, and not to be offended if I forget their names.... (But I will remember 90% of the circuits installed in thier home or buisiness......)


Mark Heller
"Well - I oughta....." -Jackie Gleason
Re: How do you address your customers? #65197
04/29/06 02:36 AM
04/29/06 02:36 AM
S
Sixer  Offline
Member
Joined: Aug 2005
Posts: 265
Canada
If a customer calls me and says "this is Mrs. Smith", then I will call her Mrs. Smith. If she calls and says "this is Jane Smith", then I will usually call her Jane. I make the assumption that if they let me know what their first name is, that it's ok to use it.

A doctor we're working at now insisted that we call him Rob, when I introduced him to my employees as Dr. SoAndSo.

But alternatively, if a customer really ticks me off, I call them other things. [Linked Image]


Sixer

"Will it be cheaper if I drill the holes for you?"
Re: How do you address your customers? #65198
04/29/06 09:38 AM
04/29/06 09:38 AM
B
briselec  Offline
Member
Joined: Dec 2005
Posts: 141
Brisbane, Australia
I'm hopeless at remembering names so I just call everyone noddy.


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